I am extremely disappointed with my experience at this winery. I had been a longtime customer and…read morehad recommended and introduced many people to this place over the years, which makes this experience even more upsetting.
I contacted Rosanna in July to plan my baby sprinkle for September 5th and paid my deposit at that time. In August, I reached out to her with questions and sent her exactly what I wanted for the setup, including pictures, the tables, decorations, and an estimate of the number of guests. I also spent a significant amount of time and money purchasing flowers, tablecloths, and decorations based on the setup I had discussed with her.
Unfortunately, Rosanna initially couldn't even remember that I had already paid the deposit or that I had rented a tent. After realizing the mistake, she told me that she would provide what I needed based on the picture I had sent her.
I heard absolutely nothing from her afterward until the day before my baby shower. Since my event was scheduled for 11 AM-2 PM the next day, I went to the winery around 5:30 PM the evening before simply to make sure everything was in order and that there would be no surprises.
When I arrived, I discovered that the tent setup did not have the rectangular tables I had specifically planned for and that I needed for my decorations. The employee working there was unaware of what I had been told and was trying to figure out the situation. She contacted Rosanna, who immediately said "no" to the rectangular tables.
I called Rosanna myself, expecting her to help resolve the misunderstanding. Instead, the conversation was extremely unpleasant. She never apologized for the misunderstanding and told me that it was not her job to follow up with me after I paid my deposit. There was another tent available that would have worked perfectly for the setup I had planned, but she refused to give me that tent as well.
At one point, she told me that I was "very emotional" and said that if I wasn't happy, she would refund my money. Keep in mind, this conversation was happening at approximately 5:30 PM the evening before my event, when my baby shower was scheduled for 11 AM the following morning. Canceling at that point was obviously not a realistic option after months of planning and after spending so much money on decorations.
The entire conversation felt incredibly disrespectful and dismissive. There was also a man repeatedly talking in the background during the conversation, who I believe was the owner or someone in management. At the end of the call, Rosanna told me she had to go to a family dinner and couldn't stay on the phone with me, so I ended the conversation.
What makes this even more disappointing is that I was not a new customer. I had supported this winery for years and had personally recommended it to many people. I never expected to be treated this way.
Mistakes and misunderstandings can happen. What matters is how a business handles them. Unfortunately, in my experience, the management did not take responsibility, did not offer a reasonable solution, and spoke to me in a way that I found extremely disrespectful.
Horrible management and an incredibly disappointing customer service experience. I sincerely wish I could have canceled my baby shower and taken my business elsewhere.
